Key Responsibilities:

• Provide customer support to licensees using eGov for license applications and renewals.
• Identify and address error conditions; collaborate with users and technical staff to resolve issues.
• Document significant problems and communicate them to relevant HPL personnel.
• Develop, document, and enforce system standards as necessary.
• Mentor junior team members.
• Simulate and troubleshoot user issues.
• Track phone calls and help desk inquiries.
• Communicate with Local Program staff regarding system operations and help desk matters.
• Train state staff in help desk operations as needed.
• Review program and administrative manuals for technical and procedural accuracy.
• Ensure continuous coverage of the help desk phone.
• Test the licensure renewal system to ensure proper functionality.
• Stay informed about system and procedural changes to effectively inform and train Local Program staff.
• Contribute to survey creation/modification processes and conduct related testing.
• Perform other duties related to the HPL licensing help desk.

Qualifications:

• Prior experience in a help desk or customer service role.
• Familiarity with eLicensing platforms or similar systems.
• Knowledge of the concepts, techniques, and applications of electronic data processing.
• Knowledge of the terminology, codes, and standard abbreviations used in electronic data processing.
• Knowledge of the types and applications of electronic data processing equipment, including computers and peripherals.
• Knowledge of the methods and techniques of computer systems analysis and design.
• Knowledge of the methods and techniques of computer programming.
• Knowledge of the types, availability, and applications of electronic data processing operating systems.
• Knowledge of the general reporting methods.